Incident Command Center Lead — 24/7 IT Incident Ops

Maximus; Little Rock (AR); On-site; USD 60,000 - 90,000; Full time

Benefits offered by this job

Equal opportunity employer

Job summary

Maximus is hiring for a 24/7 Incident Manager to lead Command and Incident Center operations in a fast-paced federal environment. You will coordinate incident response, validate severity, and oversee escalation and documentation using tools like ServiceNow.

The role emphasizes cross-team collaboration, real-time updates, and continuous process improvement. A Bachelor's degree and 5+ years in IT/incident management are required, with U.S. citizenship or national status expected.

Qualifications

• Bachelor’s degree in IT or a related field (or equivalent experience).
• 5+ years of experience in IT operations, systems analysis, or incident management roles.
• Experience supporting or leading incident management operations in an enterprise IT environment.
• Proven ability to assess and validate incident severity and prioritization using SOPs or operational frameworks.
• Experience coordinating incident bridge calls across multiple technical teams and stakeholders.
• Hands-on experience with ITSM tools (e.g., ServiceNow) for incident tracking, updates, and documentation.
• Ability to perform real-time monitoring and incident tracking in a fast-paced, mission-critical environment.
• Experience executing incident escalation procedures and coordinating response activities.
• Demonstrated ability to produce and maintain accurate operational documentation and incident records.
• Experience working in shift-based or 24/7 operational environments.

Responsibilities

• Lead Command and Incident Center (CIC) shift operations, coordinating personnel and workload distribution to ensure efficient incident response.
• Validate incident severity and prioritization using established SOPs, ensuring accurate classification and adherence to response protocols.
• Direct and facilitate incident bridge calls, coordinating technical teams and stakeholders during active incidents.
• Monitor incident status in real time, ensuring accurate tracking, timely updates, and effective execution of response activities.
• Execute escalation procedures in accordance with defined processes, ensuring critical incidents are promptly elevated and addressed.
• Ensure complete and accurate documentation of incidents within ticketing systems (e.g., ServiceNow).
• Provide real-time communication and status updates to stakeholders, maintaining situational awareness throughout the incident lifecycle.
• Coordinate with internal teams, external partners, and stakeholders to ensure alignment and effective response across all impacted systems.
• Support shift turnover activities, including detailed handoff briefings to maintain continuity across 24/7 operations.
• Contribute to the refinement and continuous improvement of incident management processes, SOPs, and operational procedures.

Skills

IT Operations

Incident Management

ServiceNow

Shift-based Work

Communication Skills

Education

Bachelor's degree in IT or related field

Tools

ServiceNow

NOC Tools

Job description

Maximus is hiring for a 24/7 Incident Manager to lead Command and Incident Center operations in a fast-paced federal environment. You will coordinate incident response, validate severity, and oversee escalation and documentation using tools like ServiceNow.

The role emphasizes cross-team collaboration, real-time updates, and continuous process improvement. A Bachelor's degree and 5+ years in IT/incident management are required, with U.S. citizenship or national status expected.